Tier 2 Technical Support Specialist
Role Overview The Tier 2 Technical Support Specialist provides advanced technical support to customers and serves as an escalation point for complex issues. This role focuses on troubleshooting hardware, software, and network-related problems while maintaining strong queue performance and service level metrics.
Key Responsibilities
- Provide direct technical support to customers via phone, email, and ticketing systems
- Troubleshoot and resolve complex hardware, software, and network issues
- Install and configure DTiQ systems remotely
- Escalate issues when necessary and collaborate with internal teams to ensure resolution
- Maintain ticket queue performance and meet SLA and productivity targets
- Document issues and solutions clearly and accurately
Schedule
- As needed
Required Qualifications
- Strong English communication skills (spoken and written)
- Solid understanding of computer hardware and networking fundamentals
- Knowledge of Windows operating systems
- Experience in technical support or help desk environments
- Strong troubleshooting and problem-solving skills
- Ability to work independently and as part of a team
Preferred Qualifications
- Fluent in Spanish
- CompTIA or other technical certifications
- IT degree (completed or in progress)
- Experience in surveillance, POS systems, or loss prevention technologies
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